You should not apply for the role in this location unless you are prepared to travel or re-locate at your own expense. Candidates who are made an offer and decline or are unable to take up the post within a reasonable timeframe will be withdrawn from the campaign.
Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option), as they are not included in the published Immigration Salary List. We recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering applying.
About the job
The Child Maintenance Service (CMS) is part of the Department for Work and Pensions (DWP). We help parents who are unable to make private financial agreements in support of their child(ren)’s living costs. Our mission is to ‘get money to children’ because it makes a real difference to children’s lives.
CMS is committed to creating an inclusive and diverse workforce where everybody can thrive. If you want to make a difference to the lives of others and be part of the UK’s largest public services Department, then this could be the career for you.
Take a look at the DWP YouTube channel to find out more: https://youtu.be/DwG6S1XQy2Y
Successful candidates will be posted to a specific Administrative Officer role. Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.
About us - Department for Work and Pensions GOV.UK
Please ensure you read all the process information for this campaign, as we are conducting a voluntary assessment trial with additional elements. Your participation will help improve our recruitment process and candidate experience.
Job Description
As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment.
Responsibilities include:
1. Making and receiving telephone calls in a contact centre environment while wearing a headset
2. Addressing telephony queries and following up on tasks, escalating cases when appropriate
3. Handling sensitive and challenging calls professionally
4. Supporting online customers via email and webchat
5. Managing your own caseload and multitasking
6. Providing accurate, timely, and clear information to customers
7. Gathering information to make accurate calculations and decisions regarding child maintenance liability
8. Negotiating child maintenance arrangements and payments
9. Securing payments and advising on non-payment consequences
10. Taking payment enforcement actions when necessary
Supporting Candidates Live Events
We will host webinars led by current CMS caseworkers. These sessions offer insights into the role, training, and benefits of working as a civil servant. Attendance is optional but recommended.
Book your place via the following links:
* CMS Recruitment Webinar - 27th August 12pm
* CMS Recruitment Webinar - 28th August 5pm
Person Specification
We are looking for candidates with:
* Excellent communication skills in English, both verbal and written
* Exceptional customer service skills, including resolving sensitive queries
* Effective decision-making skills based on understanding complex information
Additional qualities include resilience, strong verbal and written skills, enthusiasm, hardworking and well-organized, capable of handling complex information, and digitally competent in navigating multiple IT systems.
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